Regional EMEA Ecommerce Customer Service Coordinator (F/M/D)

Location: Warsaw, Poland

Company

hirify.global is hiring for its EMEA direct-to-consumer ecommerce customer operations.

What you will do

• Coordinate customer interactions and end-to-end order management across webshop and marketplace channels.
• Manage SAP order capture, validation, blocks, releases, amendments, returns, credits, and related order-to-cash activities.
• Resolve complex second- and third-line customer cases and coordinate cross-functional escalations.
• Manage order exceptions involving stock, payments, fraud, delivery, and billing with Logistics, Finance, and Demand Planning.
• Oversee the external customer service provider’s service levels, KPIs, quality, performance reviews, and quarterly business reviews.
• Support European market and warehouse expansion, data integrity, and continuous improvement of customer service processes, scripts, and knowledge content.

Requirements

• At least 3–4 years of experience in customer interaction, order management, customer operations, or service management, ideally in ecommerce, FMCG, or consumer goods.
• Strong understanding of direct-to-consumer order management and order-to-cash processes.
• Knowledge of CRM/ticketing systems, Tier 1/2/3 service models, and SAP Commerce/ERP.
• Strong Excel skills and confidence working with operational data and complex processes.
• Understanding of webshop, marketplace, and direct-to-consumer service operations.
• Excellent communication and stakeholder-management skills, including management of external providers and cross-functional escalations.
• Proactive, structured, ownership-driven, detail-oriented, and problem-solving approach with a continuous-improvement mindset.
• Fluent English and Polish are required.

Nice to have

• Experience working with Amazon.
• Experience in a multinational environment.
• German language skills.

Culture & Benefits

• Full-time employment with Freudenberg.
• Equal opportunity workplace committed to diversity and inclusion.